If a computer equipment problem is suspected, the user should first attempt to correct or verify the problem, following the User Troubleshooting Guide Template, before contacting the Help Desk. The user may be able to conserve limited Help Desk resources. Furthermore, when it becomes necessary to contact the Help Desk, the user may greatly speed up problem resolution by providing detailed information.
If the user is unable to solve the problem by the ITTS104-2 USER TROUBLESHOOTING GUIDE, he/she should contact the Help Desk for assistance. The Tech Support Manager should investigate and attempt to resolve the problem. The Tech Support Manager should record all troubleshooting occurrences in a Troubleshooting Log. The troubleshooting occurrence should also be entered into a “troubleshooting knowledge base” for future reference by the Tech Support (Help Desk) staff.